Rathin Ghosh

Forecasting, Planning & Scheduling : Worked on all the three aspects, studied the pattern closely, analyzed the forecasting trend by taking the call flow pattern for the last 8 weeks and scheduled the associates accordingly to achieve client metrics. AHT and Tenure Wise scheduling/rostering was done which has helped the process to a great extent to achieve the Daily KPIs.
 Billing - Identified improvement opportunity with a projected reduction in production, Conducted successfully a negotiation between Cognizant and Google for INDIA Monthly billing. Developed a consistent pipeline for new opportunities with the DUBLIN & LISBON Billing.
 Timeliness & Accuracy of MIS/Reviews/Incentive Process : Maintained the timeliness and accuracy throughout my tenure here, has helped the Ops, Quality team in preparing the slides for reviews, like for MBRs and QBRs. Handled and prepared the MIV for all the associates starting from Agents to Ops Manager.
 Timely reporting of OT hours per agent to ensure that the OT hours do not exceed the statutory guidelines Audit and Compliance: Since the OT plans were rolled out, a Daily OT Hours Tracker was prepared and published to Ops team so that they can mark the same for their team members, keeping in mind the OT guidelines and the OT hours policy.
 All WFM processes: All WFM processes were followed without deviation and with full integrity and compliance. (Like client IDs creation and deletion OT hours policy as mentioned above).
 Monitoring variance in planned and achieved targets in real time and regular intervals and in turn reporting to WFM Mgr.: Real time tracking of the agents were done and a check was done to ensure the schedule adherence targets were met, in case the any variance was found in schedule adherence, same
            
was notified to the supervisor so that a strong feedback can be given to the associates who failed to adhere the schedules.
 Implement corrective action plan to control the variance as designed by WFM AM / Manager : Was continuously in touch with the supervisor to gain control over the variance identified from what was designed by WFM, which helped us to drop the Non Billable Aux% and Break%.
 Develop good working relationships with - With Client & Operations - Shared services (IT/ Finance/ BD/ contracts etc) on the location: Developed really a great working relationship both with the client and internal colleagues, be it Ops, Quality and Training, HR or IT.
 Have been continuously trying to contribute positively to improve the day to day operational demands, like utilization, transport cost, seats utilization etc.

Forecasting, Planning & Scheduling : Worked on all the three aspects, studied the pattern closely, analyzed the forecasting trend by taking the call flow pattern for the last 8 weeks and scheduled the associates accordingly to achieve client metrics. AHT and Tenure Wise scheduling/rostering was done which has helped the process to a great extent to achieve the Daily KPIs.
 Billing - Identified improvement opportunity with a projected reduction in production, Conducted successfully a negotiation between Cognizant and Google for INDIA Monthly billing. Developed a consistent pipeline for new opportunities with the DUBLIN & LISBON Billing.
 Timeliness & Accuracy of MIS/Reviews/Incentive Process : Maintained the timeliness and accuracy throughout my tenure here, has helped the Ops, Quality team in preparing the slides for reviews, like for MBRs and QBRs. Handled and prepared the MIV for all the associates starting from Agents to Ops Manager.
 Timely reporting of OT hours per agent to ensure that the OT hours do not exceed the statutory guidelines Audit and Compliance: Since the OT plans were rolled out, a Daily OT Hours Tracker was prepared and published to Ops team so that they can mark the same for their team members, keeping in mind the OT guidelines and the OT hours policy.
 All WFM processes: All WFM processes were followed without deviation and with full integrity and compliance. (Like client IDs creation and deletion OT hours policy as mentioned above).
 Monitoring variance in planned and achieved targets in real time and regular intervals and in turn reporting to WFM Mgr.: Real time tracking of the agents were done and a check was done to ensure the schedule adherence targets were met, in case the any variance was found in schedule adherence, same
            
was notified to the supervisor so that a strong feedback can be given to the associates who failed to adhere the schedules.
 Implement corrective action plan to control the variance as designed by WFM AM / Manager : Was continuously in touch with the supervisor to gain control over the variance identified from what was designed by WFM, which helped us to drop the Non Billable Aux% and Break%.
 Develop good working relationships with - With Client & Operations - Shared services (IT/ Finance/ BD/ contracts etc) on the location: Developed really a great working relationship both with the client and internal colleagues, be it Ops, Quality and Training, HR or IT.
 Have been continuously trying to contribute positively to improve the day to day operational demands, like utilization, transport cost, seats utilization etc.

Bcom Graduate from india